Ticket System

A ticket system is a software solution that helps manage and organize tasks and issues.

It is often used in project management, customer support, and in software development. We at Beyonder use GitLab as a ticket system to manage and organize our tasks and requests.

A ticket system allows team members to create tasks in the form of "tickets." Each ticket contains important information, such as a description of the task, priority, status, involved people, and due date. Team members can track the progress of tickets, add comments, attach files, and update the status.

1. Structured Organization:
   They help manage and assign tasks and problems in a systematic way.
2. Communication:
   They promote collaboration and communication within the team by enabling discussions and the exchange of information regarding tasks.
3. Transparency:
   They provide an overview of the current state of work and the progress of projects.
4. Efficiency:
   They assist teams in working more efficiently by setting priorities and meeting deadlines.
5. Traceability:
   They allow tracking the history of tickets and decisions, which can be useful for analysis and improvement of processes when needed.

GitLab, Jira or Trello?

There are many tools that can be used as ticket systems. Here are our top 3:

GitLab is a web-based platform that offers both version control and issue tracking. This tool is ideal for software development teams already using GitLab for their code management. Thus, GitLab has proven itself well with us.

Jira, developed by Atlassian, is a powerful and customizable project management and bug tracking platform. It is particularly popular with agile software development teams as it offers a wide range of features and customization options.

Trello, on the other hand, is a simple and visual project management tool based on the Kanban method. It allows the creation of cards (tickets) and their organization on boards, making it ideal for smaller teams and projects.

The workflow in a ticketing system can vary depending on the organization and processes.

Here is an example of a workflow with a Product Owner who creates a ticket for an issue in a web application:

1. Problem Identification:
   The Product Owner (PO) discovers or is made aware of an issue in the web application. This could be, for instance, a bug, a missing feature, or a suggestion for improvement.
2. Create Ticket:
   The PO creates a new ticket in the GitLab ticketing system and fills in relevant information, such as a detailed description of the problem, the affected area of the application, priority, involved persons, and a due date if applicable.
3. Ticket Assignment:
   The PO assigns the ticket to one or more software developers or a team responsible for addressing the issue.
4. Analysis and Planning:
   The software developers analyze the problem, estimate the effort and time needed to fix it, and plan the work within their current work cycle (e.g., sprint).
5. Work on Issue:
   The software developers begin working on the issue by fixing the bug, developing the new feature, or implementing the improvement. During this process, they may update the ticket status and add comments to document progress.
6. Code Review and Testing:
   After the work is completed, other team members conduct a code review, and the developed code is tested to ensure the issue has been resolved correctly.
7. Issue Resolved:
   When the issue has been successfully resolved, the ticket status is set to "resolved" or "closed," and the ticket is submitted to the PO for review.
8. Review and Acceptance:
   The PO reviews the solution and decides whether the issue has been satisfactorily resolved. If yes, the ticket is closed. Otherwise, the PO can reassign the ticket with additional comments or instructions for further work.

This workflow allows the Product Owner to effectively identify and manage issues in the web application while the software developers focus on fixing them and transparently documenting progress.

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